Customer Service Manager

Customer Service Manager

11 months contract

7am-6pm shift

Phoenix AZ (Hybrid)

Call Center Hours are 7 AM-6PM - closing shifts can be working through 6:15 PM. 8:30-5 is only for the 4-week training period

Individuals hired into this Manager/Leader role must also be the dedicated Manager for all Saturday 4hr shifts.

Currently, we provide service 2 Saturdays a month from 8 a.m. to 12 p.m., but this will increase to every Saturday as call volumes grow.

Hybrid Schedule (25% Onsite):

As business needs dictate, it is mandatory to come into the Phoenix office for the following reasons:

Day 1 of New Employee Orientation

Mandatory meetings

IT issues

Based on performance

Return of equipment if you have a voluntary/involuntary separation, as it is State property

Other Leadership specified times

Job Duties:

Carries out supervisory responsibilities in accordance with ADOR's core values, agency policies, applicable standard work, and applicable laws. Responsibilities include:

• Actively participating in the interviewing and hiring processes and ensuring successful functional onboarding of new employees

• Planning, assigning, coordinating and overseeing daily work of direct reports in alignment with strategic, operational, and tactical priorities of the organization

• Conducts regular one-on-one meetings providing constructive, balanced, regular performance feedback, coaching and mentoring

• Setting reasonable stretch performance goals and conducting mid-year and annual performance appraisals

• Recognizing and rewarding performance excellence, culture championship, and continuous improvement efforts

• Communicating and enforcing agency policies and programs

Applying corrective action, addressing complaints and resolving problems in a timely fashion, involving and collaborating with leadership and Human Resources as appropriate.

Skilled in:

Strong verbal, written, and listening communication skills

Excellent customers services acumen and skills

Excellent interpersonal skills and demeanor

Effective organization and time management skills with the ability to manage multiple projects simultaneously and work in high-pressure situations

Effective project management skills with the ability to lead, direct the work of teams without formal supervisory authority

Proficient in the use of a PC in a Windows environment; in the use of the Internet; in the use of MS Office Applications such as Outlook, Word and Excel, PowerPoint; and in the use of Google Suite applications such as GMail, Sheets, Docs, and Drive.

Proficient in the use of various Agency databases and applications such as the Customer Service Center (Ticketing System), CUIC Reports (call routing and call flow), Engage (call recording system) and Finesse (agent logged time

Upskill Opportunities

Learn agency and division policies and procedures

Master division, and team goals and objectives

Understanding of License & Registration and Collections processes for all tax types

Knowledge of theories and practices of good customer service and phone etiquette

Understanding of basic accounting principles and mathematical functions

Understanding of key production leading and lagging indicators in customer experience solutioning;

Ability to:

Ability to clear a comprehensive background and clearance process that includes an Arizona tax compliance verification, and a criminal background check through the FBI via level one fingerprint clearance through the Arizona Department of Public Safety

Ability to work with a high degree of autonomy and also participate collaboratively as part of a team

Ability to establish and maintain an inclusive and innovative environment that collaborates and empowers others to be engaged in the mutually beneficial outcome

Ability to understand and solve problems by applying intermediate analytical skills to include collecting all the relevant information and data needed to address the problem; organizing, classifying and synthesizing the data into fundamental issues; from the information, identifying the most probable causes of the problem; reducing the information down into manageable components; identifying the logical outcomes from the analyses of the data collected; and, identifying the options and solutions for addressing the problems analyzed.

Willingness and ability to embody ADOR's core values of Do the Right Thing, Commit to Excellence, and Care About One Another

Must-see Skills on the resume:

Minimum of 2 years leading/managing a frontline phone team in a fast paced Call Center environment (not a team lead)

Minimum of four (4) years' related experience in customer service, legal, financial, tax, banking, or similar field of work

Strong verbal, written, and listening communication skills

Excellent customers service acumen and skills

Excellent interpersonal skills and demeanor

Effective organization and time management skills with the ability to manage multiple projects simultaneously and work in high-pressure situations

Effective project management skills with the ability to lead, direct the work of teams without formal supervisory authority

Selective Preference:

A Bachelor's degree in business or related

Experience with Continuous Improvement, Six Sigma and/or LEAN